How does the Quality Index (QI) work

The QI reflects the reliability of the quality and grading information provided by a grower for the clock and helps customers decide when selecting and purchasing products. Growers can use the QI as an indicator in guiding their operational management.

What is the QI?

The QI is
based on the number of complaints that growers have received for
their clock lots in the past 8 weeks. The first complaint is never
included in the calculation as a standard measure.

The arrangement in classes is also used in the QI system:

Class A: QI
higher than 99 growers with no or few complaints,

Class B: 95
< QI < 99 growers with recurrent complaints,

Class C: QI
≤ 95 growers with frequent complaints.

How to use the Quality index for growers

From RI to QI

With the introduction of the QI, the RI (Reliability Index)
lapses. The QI is concerned only with complaints in terms of
quality and grading. In the RI corrections to logistical items were
also incorporated. The QI is recalculated daily and used in the
supply information provided to customers. You can follow your own
QI using the free 'Royal FloraHolland Quality Index' service. The
Eelde location and Rhein-Maas Auction are not included in the
QI.

How is the QI
calculated?

Calculation:
The QI is calculated like this:

Formula: QI
= (# lots -/- # lots with complaints) / (# lots)%.

It concerns
the product complaints associated with the items of product code,
grading code, inspection code and misleading photos.

Deadline for
determining the QI is 8 weeks. Lots, and complaints, from an
earlier date, e.g. 9 weeks ago, are not included.

Daily
calculation of QI (at the end of the complaint
process).

1 lot leads
at most to 1 QI fault.

QI applies
at the company level; there is no longer a breakdown by product
group, just 1 total index for the relevant supplier number. Only
the Eelde location is not covered as it has a different auction
system.

The index is
damped by the formula '1 is not important', i.e. 1st complaint does
not count in the calculation of the QI.

Examples

Grower A supplies three locations. The grower supplies 1,000
lots in 8 weeks and receives 5 complaints regarding those
lots.
The formula: QI = (1,000 -/- (5-1))/1,000 = 99.6%
In words: Grower has supplied 1,000 lots, concerning which 5
complaints were received. The first one is not included, because
the '1 is not important' principle applies. Thus, 996 of the 1,000
lots were in order, which corresponds to 99.6%.
This grower is assigned to class A.

Grower B supplies just one location. The grower supplies a
seasonal product and has delivered 200 lots in 4 weeks. There were
5 complaints received:
QI = (200 -/- (5-1))/200 = 98.0%
This grower is assigned to class B.

Services

In My Royal FloraHolland you can add your details and specify
your preferences for three services:
In the Product Complaint menu service you can specify how you
prefer your complaints to be handled. The standard procedure is
that you receive a complaint by e-mail. You can also keep an eye on
all corrections in your lot information by e-mail or sms from the
Correction of Lot Information service (previously Inspector
Confirmation). This service will remain free of charge, and
existing subscriptions will be converted to this new service.
With the Royal FloraHolland Quality Index service, you can stay
informed of your QI status. You can also find all corrections and
complaints listed there.